Account Manager - Student Success

Job summary

Manage a portfolio of higher education customers by overseeing contract renewals, upsell opportunities, and platform migrations. Serve as the primary commercial point of contact to ensure customer satisfaction, platform adoption, and long-term partnership success.

Job details

Account Manager – Student Success This role is fully remote in the USA. The Role Lumivero is seeking a driven and customer-focused Account Manager to join our Student Success team, supporting institutions that use Tevera, Sonia, and Experiential Learning Cloud (ELC). In this role, you will manage customer relationships, lead contract renewals, drive upsell opportunities, and guide customers through platform migrations and contract conversions to ensure long-term value and partnership success. You'll serve as the primary commercial point of contact for your assigned portfolio, ensuring institutions are well-supported, satisfied, and positioned for continued success with Lumivero, including through platform and contract transitions. What You'll Do Customer Relationship Management Serve as the strategic partner for a portfolio of higher education customers using ELC and Sonia Build strong, trusted relationships with academic, administrative, and procurement stakeholders Engage proactively to ensure satisfaction, platform adoption, and value realization Migrations & Conversion Own the customer-facing relationship for accounts migrating from Sonia to ELC, coordinating timelines and expectations alongside Implementation and Support Convert existing customers on Lumivero's legacy ELC contract structure to a subscription-based agreement, structuring commercial terms that support a smooth transition Identify migration and conversion risk (customer hesitation, pricing pushback, timeline conflicts) and escalate or resolve proactively to protect retention Partner with Solutions Engineering and product teams to relay customer feedback on migration and conversion friction points Renewals & Upsell Own the full renewal process, including forecasting, negotiation, and closing multiyear contracts Identify and close upsell opportunities (e.g., increased user counts, additional licenses, premium features, contract conversion) within the same program Collaborate with Customer Service and Support to align solutions with institutional goals Forecasting & Strategy Maintain accurate renewal, upsell, migration, and conversion forecasts in Salesforce Monitor account health and proactively mitigate churn risk, including risk tied to platform and contract transitions Share customer insights and feedback with internal teams to help inform product strategy and customer experience Required Skills & Experience 3+ years in Account Management, Customer Success, or SaaS Sales Demonstrated success managing renewals and upsells Experience managing customer transitions, platform migrations, or contract conversions is strongly preferred Strong communication, negotiation, and stakeholder engagement skills Ability to manage multiple priorities and work cross-functionally in a fast-paced environment Experience using Salesforce and related sales or customer tools Preferred Experience Knowledge of experiential learning or accreditation-based academic programs Familiarity with higher education sales or customer relationships Experience with Tevera, Sonia, Watermark EdTech platforms is a plus Experience leading or supporting SaaS platform migrations or contract restructuring/conversion initiatives The Essentials Fully remote in the USA. We provide all necessary equipment and a monthly tech stipend for your home office A global team with local connections. Work with talented Lumiverians worldwide Some travel to conferences, events, and team onsites Visa sponsorship is not available for this role. Lumivero participates in E-Verify. All offers are contingent upong successful confirmation of employment eligibibility Compensation + Benefits Base salary is $75,000 - $85,000 with competitive variable compensation. Full compensation information will be shared with finalists Benefits package including generous company contribution for major medical, dental, and vision insurance with HSA and FSA options available Additional coverage including long and short-term disability coverage, life insurance, and voluntary insurance options Roth and Traditional 401(k) options with a generous match, vested immediately Technology stipend to keep your home office running Flexible time off, 11 holidays, and paid sick time Company paid parental leave policies Who we are Lumivero empowers researchers, industry experts, and business leaders to simplify data complexity, find insights, and get clarity through human expertise, trusted data, and intelligent agents. We pair expert-built, rigorous methodology with powerful data analysis and AI-driven workflows so the people making high-stakes calls can make them with confidence. It's trusted at serious scale. Our solutions include the #1 probabilistic risk software, the #1 QDA software, and the most cited software in their fields. More than 27,000 organizations worldwide rely on Lumivero — including around 90% of the Fortune 100 — across energy, financial services, government, defense, and manufacturing. Please note that this employer uses an automated AI resume screening tool as part of the application review process. This tool analyzes resumes against job requirements to help identify well-suited candidates based on skills, education, and relevant experience. However, human recruiters and hiring managers remain actively involved throughout the process — they review applications, exercise independent judgment, and make all final shortlisting and hiring decisions.

What you’ll do

Manage a portfolio of higher education customers by overseeing contract renewals, upsell opportunities, and platform migrations. Serve as the primary commercial point of contact to ensure customer satisfaction, platform adoption, and long-term partnership success.

Requirements

Requires 3+ years of experience in account management, customer success, or SaaS sales. Candidates must possess strong negotiation skills and experience with Salesforce, with preference given to those familiar with higher education academic programs.

Benefits

• Major medical insurance
• Dental insurance
• Vision insurance
• HSA
• FSA
• Long-term disability coverage
• Short-term disability coverage
• Life insurance
• Roth 401(k)
• Traditional 401(k)
• Company 401(k) match
• Technology stipend
• Flexible time off
• Paid holidays
• Paid sick time
• Paid parental leave

Listed skills

• Account Management · Preferred
• Negotiation · Preferred
• Upselling · Preferred
• Salesforce · Preferred
• Forecasting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Account management
• Customer success
• SaaS sales
• Contract renewals
• Upselling
• Platform migrations
• Contract conversions
• Salesforce
• Relationship management
• Negotiation
• Stakeholder engagement
• Forecasting
• Strategic planning
• Higher education
• Customer retention
• Customer Success Management
• Workflow Management
• Value Realization
• Research
• Account Management
• Data Analysis
• Customer Relationship Management
• Qualitative Data Analysis Software
• Customer Service
• Software As A Service (SaaS)
• Communication
• Procurement
• Sales
• Financial Services
• Higher Education
• Intelligent Agent
• Renewal Theory
• Restructuring (Business)
• Resume Screening
• Stakeholder Engagement
• Strategic Partnership
• Timelines
• Vision Insurance
• Coordinating
• Product Strategy

Job areas

• Sales
• Customer Service & Support
• Software
• Education
• Management & Leadership
• Student Success Manager
• Account Manager (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products